Six Sigma And The Customer

by: tjacowski
Total views: 37 | Word Count: 459

Analyzing Customer Needs And Expectations

Six Sigma utilizes a customer centric approach for understanding the basic needs of the target audience. Understanding customer needs may seem to be an easy task, but in reality it is quite difficult because it calls for quantifying vague customer needs such as "better quality", "low price" and others into measurable terms. Six Sigma helps in proper assessment of customer needs because it is based on a data driven approach and makes use of statistical tools that give accurate results.

In the initial stages, a vast amount of data is collected based on the feedback provided by customers. For an existing product or service, the feedback may include improvement suggestions provided by customers - in the case of a new product launch, the feedback will include product features or preferences as suggested by the people belonging to the target audience.

The data is then categorized according to its relevance; for example, data related to the physical appearance of the product and data related to the features of the product are categorized under two different sections. Categorization is necessary as it helps to avoid confusion, which can occur any time due to the vast amounts of data that is being handled. After categorization, the data is analyzed with the help of statistical tools and the results or reports generated thereon are passed onto functional departments.

Satisfying Customer Needs

Once customer needs are quantified, the design team starts working on the product so as to make it more customer-friendly. In the case of an existing product, the design team suggests all the different alterations that can be made whereas in case of a new product, the design team creates the blueprint of different types of products having the same basic features. After this, Six Sigma tools and techniques are used for selecting the best from amongst the available options based on their relevance to customer needs and the costs associated with the design and development of the product or service. The selected design or features are then put through further testing before making them available for actual production. With the help of Six Sigma testing tools, the design team can develop products that not only satisfy basic customer needs but also exceed their expectations.

Six Sigma goes a long way in determining the success of business organizations as it provides the necessary tools and techniques that help in increasing customer satisfaction. This in turn helps to develop customer loyalties, something that is vital for the long-term success of any business organization. Based on this, we can say with certainty that the scope of Six Sigma is a lot more than just reducing defects or improving efficiencies.

About the Author

Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solution's Six Sigma Online offers online six sigma training and certification classes for lean six sigma, black belts, green belts, and yellow belts.  

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